Important safety note from Canyon: the Spectral:ON CF / CFR and Torque:ON CF models may have damage to the battery

[alleeex]

Canyon are massively dragging their feet on my full refund/return request.

Initial email requesting refund and setting out my legal position was sent on 21/12.
First reply from Canyon received on 09/01 saying “I have escalated your case to senior management for your request for a refund.”
Absolutely nothing since then.

They have until 21/01 and then I’ll be initiating the return process via Klarna instead — I dare say Canyon won’t like that as they’ll be penalised by Klarna and won’t have any control over how much money they keep for the “use” (pfft) we’ve had of the bike.

As expected, nothing from Canyon since 09/01. I've sent them another email as a final attempt to resolve it "in house", they have until the end of today and then I'll be escalating via Klarna.

Some of the worst customer service I have ever experienced, I will never buy another Canyon (a shame as I was planning on buying an Aeroad this year) and I'll be warning everyone else off them too.

 

[Ribinrobin]

Im still waiting on mine and im 4 days past the 7-10 business days they stated.

Ive also just noitced on the Canyon website the Spectral:ON is available to buy again??

Does that mean they have a solution but sorted their own stock first? That's not good if that's the case.



View attachment 153458

Only smalls available which can’t take the 900wh battery. So only available with 700wh

 

[cfvillaverde]

Im still waiting on mine and im 4 days past the 7-10 business days they stated.

Ive also just noitced on the Canyon website the Spectral:ON is available to buy again??

Does that mean they have a solution but sorted their own stock first? That's not good if that's the case.

View attachment 153458

Apparently only smaller sizes (S) are available again to purchase ...

 

[Dennyf]

I went to the canyon site and picked the small Canyon spectral on CF7 (they had a line draw through all of them) and it said it was coming soon, so I picked on all the larger sizes and it said it was going to be available 2/10-13/25. I went back to the site 15 minutes later and it said all sizes were unavailable.

 

[DeanBeanoTaylor]

Only smalls available which can’t take the 900wh battery. So only available with 700wh

Mines a 720wh S and I have the battery issue notice so surely they’ve changed something to make them sellable

 

[irie]

Mines a 720wh S and I have the battery issue notice so surely they’ve changed something to make them sellable

If there are new batteries then from a corporate point of view it would make financial sense to fit them to new unsold bikes before dealing with the retrofitting problem. Just saying.

 

[Zed.]

If there are new batteries then from a corporate point of view it would make financial sense to fit them to new unsold bikes before dealing with the retrofitting problem. Just saying.

but from an irate owner with an expensive ornament point of view.........

Rich.

 

[irie]

but from an irate owner with an expensive ornament point of view.........

Rich.

Sympathise, really do. Shit deal

 

[palmer365]

I see Spectral:On webpage on the Canyon site has been revamped. Encouragingly it names 900W battery

 

[Ernesto Tamayo]

Be alert, this is in Canyon web page ''The next update with further details will be on 24th January'', lets hope they give as an exact date with the solution

 

[BDM]

I received an update: shipment new battery will start from March.

 

[Dennyf]

Off Canyon Website: Batteries will begin shipping in March and will continue to be dispatched regularly until all replacement orders are fulfilled. Delivering replacement batteries to all affected customers at the earliest opportunity remains our highest priority.

 

[divit]

Just been emailed form to fill in for replacement battery. Finally. Granted its March but better late than never i guess.

 

[palmer365]

Yes, fair result I’d say from Canyon. Partial refund (£311), new 900W battery in March, warranty extended to accommodate issue time

 

[whitymon]

I honestly think that given the fact that the Torque is an amazing bike, this is good news. In a sense people should be happy to have a 0km 100% healthy battery

Ok I am already out.

 

[Ribinrobin]

Always had faith they’d sort this. Happy to keep a bike I love, bit of cash and get a new battery

 

[Arminius]

Hi,
Update from Germany. Canyon offering order form for replacement batteries:

Spectral:ON & Torque:ON | CANYON DE

www.canyon.com

This is a letter sent to local customers - automated translation:
Hello,
Following our last message, we are informing you today of another important update regarding your battery. After extensive analysis and testing, our engineers have developed a new, optimized battery that will resolve the issue.

It's a little later than we hoped, but we're happy to announce that replacement batteries will be delivered from March. We realize that the downtime was annoying and inconvenient. But we're doing everything we can to ensure that you can use your bike again safely, quickly and as easily as possible. We thank you very much for your patience and understanding.

Order your replacement battery
You can now order your new, optimized battery.

You can place your order here

The batteries will be delivered from March and then shipped continuously until all replacement orders have been completed. Delivering replacement batteries to all affected customers as quickly as possible remains our highest priority.

Information about the new battery
The replacement battery is an improved version of the original battery with identical capacity. It's very easy to install yourself. We will provide detailed instructions when the battery is shipped.

Extension of warranty and guarantee
We have thought of that too. Your warranty and guarantee rights, as they applied at the time of the interruption of use on November 6th, will be extended for the entire period until you receive your replacement battery.

Disposal of the battery
As all affected customers will receive a new battery, we ask you to dispose of the original battery - whether damaged or not - in accordance with local regulations and responsibly. Selected Canyon service partners will also accept your battery.

Discover the Canyon service partner network

Refund: Register now
If you have not yet registered for your refund, there is still time to do so. Choose between a direct credit to your bank account or a Canyon webshop voucher, whereby the voucher offers a higher value than the cash payment. You can find more information and the option to register in our online service portal.

Thank you for your understanding
We greatly appreciate your understanding and apologize again for the inconvenience. If you have any questions or need further help, our customer service will be happy to help you.

Kind regards,
the Canyon Crew

HELP & SERVICE
Here you will find further information as well as an online contact form that will take you directly to customer service in our online service portal.

Online service portal
Source: Akku-Probleme bei Canyon Spectral:ON und Torque:ON [Update]: Ersatzakku ab sofort bestellbar – eMTB-News.de

 

[Mikerb]

It is a shame they have not been more specific about how the replacement batteries have been "optimised". That might inspire a little more confidence in the future reliability and safety of the battery.